Refund policy
Refund & Return Policy
Last updated: July 13, 2026
We stand behind every product we sell. If you or your pet aren't happy, we'll make it right.
30-Day Return Window
You may return most items within 30 days of delivery for a refund or exchange. To be eligible, items must be unused, in their original condition, and in the original packaging. For hygiene reasons, feeding bowls and mats that have been used cannot be restocked unless they are defective.
Damaged or Defective Items
If your item arrives damaged, defective, or not as described, contact us within 7 days of delivery with a photo or short video of the issue. We will send a free replacement or issue a full refund — no return shipping required.
How to Start a Return
- Email support@pethavo.com with your order number and the reason for your return.
- We will respond within 1 business day with return instructions and the return address.
- Once we confirm the return, your refund is issued to your original payment method within 5–10 business days.
Please do not send items back without contacting us first — returns sent to the wrong address cannot be refunded.
Return Shipping Costs
- Our fault (damaged, defective, wrong item): we cover everything.
- Change of mind: you cover return shipping; the product cost is refunded in full.
Late or Missing Refunds
Refunds typically appear within 5–10 business days depending on your bank. If it has been longer, check with your card issuer first, then email us and we will track it down.
Order Cancellations
Orders can be cancelled for a full refund within 12 hours of purchase. After that, the order has usually entered fulfillment and will need to be handled as a return once delivered.
Questions? Email support@pethavo.com — we respond within 1 business day.